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Listen to Bink and Misty weekday mornings at 9am for the latest job openings in Columbus! Here’s who’s hiring:

Customer Service Advocate: UnitedHealth Group

Primary Responsibilities

  • Respond

    to and resolve on the first call, customer service inquires and issues

    by identifying the topic and type of assistance the caller needs such as

    benefits, eligibility and claims, financial spending accounts and

    correspondence.

  • Help guide and educate

    customers about the fundamentals and benefits of consumer-driven health

    care topics to include managing their health and well-being by selecting

    the best benefit plan options, maximizing the value of their health

    plan benefits and choosing a quality care provider

  • Intervene

    with care providers (doctor’s offices) on behalf of the customer to

    assist with appointment scheduling or connections with internal

    specialists for assistance when needed

  • Assist

    customers in navigating myuhc.com and other UnitedHealth Group websites

    and encourage and reassure them to become self-sufficient

  • Own

    problem through to resolution on behalf of the customer in real time or

    through comprehensive and timely follow-up with the member

  • Research

    complex issues across multiple databases and work with support

    resources to resolve customer issues and/or partner with others to

    resolve escalated issues

  • Provide education and status on previously submitted pre-authorizations or pre-determination requests
  • Meet

    the performance goals established for the position in the areas of:

    efficiency, call quality, customer satisfaction, first call resolution

    and attendance

Requirements:

  • Minimum 1 year Customer Service experience
  • An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
  • Demonstrated

    ability to quickly build rapport and respond to customers in a

    compassionate manner by identifying and exceeding customer expectations

    (responding in respectful, timely manners, consistently meeting

    commitments)

  • Demonstrated ability to

    listen skillfully, collect relevant information, determine immediate

    requests and identify the current and future needs of the member

  • Proficient problem solving approach to quickly assess current state and formulate recommendations
  • Proficient

    in translating healthcare-related jargon and complex processes into

    simple, step-by-step instructions customers can understand and act upon

  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Proficient

    conflict management skills to include ability to resolve issues in a

    stressful situation and demonstrating personal resilience

  • Ability

    to work regularly scheduled shifts within our hours of operation

    (6:50am to 8:00pm, Monday-Friday), where lunches and breaks are

    scheduled, with the flexibility to adjust daily schedule, and work

    over-time and/or weekends, as needed

  • All

    new hires will be required to successful complete the UnitedHealthcare

    Operations Customer Service Advocate training classes and demonstrate

    proficiency of the material

  • Health care experience preferred
  • Associate degree or higher preferred
  • English/Spanish Bilingual Preferred

Apply here

 

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